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About the Role
Ivo builds AI products that help companies solve their most difficult contracting problems, believing that large language models can fundamentally change how businesses collaborate. At Ivo, you will tackle challenging problems with a team that has high standards, moves fast, and cares deeply about their craft.
Responsibilities
- Lead efficient, templated onboarding for a high volume of accounts, tailoring success plans to fit each customer's core goals without sacrificing speed.
- Act as the primary point of contact for customer inquiries across your portfolio, triaging and resolving issues quickly.
- Own and manage a large book of mid-market accounts, prioritizing time based on risk, opportunity, and usage signals to drive retention.
- Provide product demonstrations, lead training sessions, and guide customers through best practices.
- Build and maintain support content, playbooks, and best-practice documentation; run streamlined business reviews.
- Identify renewal and upsell opportunities early using data and usage patterns, and execute standardized playbooks to secure them.
- Develop a working understanding of each customer's use case quickly to address common problems efficiently across similar accounts.
- Build relationships across a wide portfolio through regular, efficient touch points, including proactive outreach, check-ins, and escalation management.
- Drive adoption through scalable engagement tactics like in-app guidance, email campaigns, and office hours.
- Spot patterns and trends across your portfolio and feed them back internally to inform product and process improvements.
Requirements
- 3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts.
- Experience in legal tech or with legal professionals is a strong plus.
- Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction.
- Exceptional communication and interpersonal skills: presentable, pleasant, and confident in driving conversations over the phone and in group settings.
- Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management.
- Comfort with prioritization and triage, knowing where to spend limited time across many accounts.
- Experience working in a startup environment is preferred but not required.
- Excited about the adventure of building a company.
Skills
- SaaS customer success
- Account management
- Customer onboarding
- Customer support
- Issue resolution
- Portfolio management
- Customer education
- Product demonstrations
- Training
- Best practices documentation
- Business reviews
- Renewal identification
- Upsell identification
- Data analysis
- Usage pattern analysis
- Relationship building
- Proactive outreach
- Escalation management
- Scalable engagement tactics
- In-app guidance
- Email campaigns
- Office hours
- Communication skills
- Interpersonal skills
- Prioritization
- Triage
Location
- San Francisco, CA
Work Type
- Full-time
- Onsite
Experience Level
- Mid-market
- 3-7 years
Benefits
- Competitive Compensation
- Meaningful equity
- Relocation assistance
- Visa and green card application support
- Comprehensive medical, dental, and vision plans
- HSA and FSA accounts
- Life insurance coverage
- 401(k) Program
- Commuter Benefits
- Unlimited PTO
About the Company
- Ivo builds AI products that help companies like Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase solve their most difficult contracting problems.
- We think that large language models have created an opportunity to fundamentally change how businesses collaborate with each other.
- We recently raised our Series B after growing 6x in 12 months.
- Startups are very hard, especially if they’re growing fast. You’ll have a ton of responsibility, and there’s always an enormous amount of stuff to do. It’s hard work but the payoff is uncapped.
Equal Opportunity
- Ivo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.